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Focus Group Activity: Information Resources Online Training Center
Activity Date: July 24, 2006
Activity Length: 1.5 hours
Number of Participants: 17
Focus Group Method: Live meeting
Background
Results Summary
Focus Group Activity Results
Information Resources Training Services currently maintains the class schedule and training resources in static web pages. Participants view the class schedule and e-mail irworkshops@rowan.edu with registration requests. Requests are then reviewed and keyed into a database. All registration confirmation and reminders are completed manually by IR Training Services staff. We wish to introduce a comprehensive online training calendar, self-registration, and content management application which will serve as a "one stop shop" for our clients and reduce labor-intensive activities of IR Training Services staff. This system will allow individuals to register for class, locate available training resources by topic, view upcoming classes, and more.
Overall, the focus group was very pleased with the IR Online Training Center. Key factors include ease of navigation, clean design, and simple class registration. Several technical challenges were identified regarding site login, authentication, web browser error/crash, and overall slowness which were immediately reported to the website developer for resolution. In addition, the focus group provided constructive feedback on how to improve the IR Online Training Center for the Rowan Community. Many of the recommendations, including adding a registration check “are you sure?” before dropping or adding a session and clarifying the training resources section will be implemented prior to launch. Some suggestions require a more extensive re-design, such as listing multiple training resources for one topic on one line, which will be completed in phases over the coming months.
"The online system is thought out very carefully and easy to navigate."
"I really liked the simplicity and ease using the site. It’s nice and clean!"
"I wish there was more time to explore more aspects and features of the site."
Participants were divided into 5 sub-groups and provided 30 minutes to complete a series of 5 activities. Each participant received a group activity worksheet and a draft brochure highlighting key functions. Each group was asked to appoint a recorder to note the group’s comments. After completing the activity, the 5 sub-groups reconvened and participated in a 40-minute facilitated discussion of their findings. A summary of the feedback is as follows:
Participant feedback may be paraphrased
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Login to the IR Online Training Center
Many participants experienced problems logging into the system. We identified two common challenges including the authentication tool which adds individuals to the training database and lack of a clear login direction. The details are as follows:
Many individuals were caught in a login “loop” when they selected "Please Login" and were not directed to the login screen. This was remedied when individuals selected My Information and authenticated their accounts by selecting the "Create" button to be added to the training database.
After experiencing the above authentication problem, individuals were not certain whether the login was successful. The Welcome User’s Name in yellow above the Welcome page was not clear enough.
"After logging into the campus portal, I suggest putting the username after the BOLD welcome instead of in a highlighted area above Welcome."
"After logging in – went back to main page and I wasn’t sure if I was logged in. I wasn’t, so I restarted browser and was able to login."
"Does not tell you when you are logged in."
Register for available classes
All participants reported registering for a class was very easy. Several noted the activity was too easy and recommended a “are you sure” confirmation before adding or dropping a class. One group reported there were too many links that went to the same Class Detail page.
"When registering, instead of just listing “Classes scheduled: 1,” list time and date of classes available. Links under courses (Schedule and More Information) have the same information. Why is that redundancy needed?"
Some participants noted the “Classes Scheduled: 5” language was misleading. It was recommended that it be changed to “Available Classes: 5.” Several participants wanted more direction on how to register for a class, for instance a button labeled “Register” or “Click here to register” link. One participant suggested mouse-over help text over each link to distinguish activities.
View training resources
Other than logging in, the majority of feedback was regarding the training resources page. Although participants were pleased with the easy format and clean design, many shared recommendations for improvement as follows:
Participants were unsure how to open a resource. It was recommended that the resource title be underlined to signify a link. There was also confusion that the green button noting the resource type was also a link to the resource. Several participants noted they “didn’t get” the green button and thought a brief explanation would be helpful. For instance include language at the top of page such as “To view a resource please select the title or click on the green button to the right.”
In addition, it was recommended that more details be provided regarding video format including length of video in minute and seconds and the need to install Flash Player (i.e. include language “Videos require Macromedia Flash Player. Click Here to download a free copy.”)
"It does not tell you how to view a resource or mention how to stop/pause a video. Need to note that video plays audio. What do you do when you are done viewing a resource?"
"One participant didn’t have Flash Player installed. It would be helpful to provide details on how to install this software."
"Make sure the videos developed early on are brought up to later standards – i.e. having transition screens to tell you when you are at beginning and end of video."
Regarding the organization of training resources, the focus group made several suggestions for improvement including 1) using an expand/contract menu to open and close each category, 2) listing all available resources for one topic (i.e. Sharing a Calendar in Outlook) on one line rather than multiple lines for each resource type, and 3) replace the green button with an icon representative to the resource type such as a video camera for video segments.
"Tabs are good! I think we should have 1 line for all items under a resource name to decrease the number of lines in each category. Also more creative icons for handouts/videos, etc!"
"In training resources – more explanation is needed about green dots. Maybe an icon for each type of resource. Needs to be more intuitive."
"Resource – List resource videos in sections or part 1 of 5, etc."
"I really liked having access to these training resources."
View your schedule
Participants noted viewing their schedule was simple, clear, and concise. 100% responded this activity was very easy. Several individuals using Internet Explorer reported the system crashed when trying to view "My Schedule" or Edit Information. And 2 individuals noted they received confirmation of registration, but the class did not appear under "My Schedule." When attempting to drop this class they reported the message “We’re sorry we can’t find you in this class registration.”
"After clicking "My Info" the site crashed. It crashes on the
"My Schedule."
Drop a class
Participants noted dropping a class was “too easy” and recommended a “are you sure” verification before dropping the registration. Other than the system crash when accessing "My Information" noted above, the process to drop a class was reported to be very clear.
"Add a 'Are you sure?' confirmation when dropping a class. Did not show class to be dropped."
"One participant was not registered when they went to drop the class. She registered and then successfully dropped. Message received 'We’re sorry we can’t find you in this class registration.'"
"Too easy to drop a class. Need a verification before dropping."
"Crashed IE when selecting "My Information." Drop class was very easy, actually too easy."
What do you think of the draft instructions provided?
The focus group concluded that the draft instructions were very user-friendly, concise, and well thought out. A typo in the My Info/Drop Class section was noted. One group suggested numbering or ordering the sections on the brochure to indicate the order of steps (i.e. Login, Register for Class, Drop Class). It was suggested that a contact name and number be added to the brochure such as “For assistance, please contact. . .”
"I really liked the neatness and concise brochure. Everyone had great suggestions to make the site/brochure better."
About Feedback Forum
All respondents indicated they wish to participate in future focus groups and would recommend participation in Feedback Forum to colleagues.
"I really liked working together in small groups. If someone is having a problem, someone can always help you out."
"I liked how you mixed up the groups in the session. When I first got here not knowing anyone, I was nervous. Thank you for mixing us up so we could get to know different people."
Focus group statistics
Total number of participants: 17
Number of PC users: 15
Number of Mac users: 2
